Aniruddha Arvind Mhatre
Major Incident Manager
Dombivli East
Summary
Results-driven IT Leader with over 20 years of extensive experience in Major Incident Management, Service Delivery, and Operations Management within the Banking and IT sectors. Proven track record of orchestrating cross-functional teams to resolve high-impact, business-critical incidents and driving organizational stability through rigorous RCA and CAPA frameworks. Expert in navigating complex technical landscapes—including Citrix virtualization, SQL environments, and modern ITSM platforms like ServiceNow and BMC Remedy. Committed to service excellence, stakeholder transparency, and the continuous optimization of ITIL-aligned processes to meet evolving strategic objectives.
Overview
20
20
years of professional experience
1
1
Certification
3
3
Languages
Work History
Major Incident Manager
Clover Infotech
10.2025 - Current
- Lead the end-to-end response and orchestration for Major and Critical incidents across RBL Bank’s national infrastructure, ensuring rapid restoration of banking services.
- Perform technical incident triage to accurately assess business impact and urgency, facilitating the swift mobilization of functional support groups and resolver teams.
- Manage the communication lifecycle by authoring and distributing timely incident alerts and status updates to technical stakeholders and executive leadership.
- Facilitate Post-Incident Reviews (PIR) and formal Root Cause Analysis (RCA) investigations to identify underlying triggers and technical debt.
- Drive Corrective Action Preventive Action (CAPA) initiatives by collaborating with infrastructure and application teams to implement long-term stability measures.
- Partner with Problem Management to analyze recurring incident patterns and trends, proactively reducing the volume of business-critical service disruptions.
- Ensure strict adherence to ITIL frameworks and organizational governance throughout the incident lifecycle, leveraging ITSM tools to track KPIs and resolution milestones.
Operations Manager
Fidelis
09.2024 - 09.2025
- Led the Tech Mahindra (Australia) Incident response team to swiftly assess, contain, and resolve critical incidents.
- Coordinated cross-functional teams, including operations, dedicated resolver groups, and local infrastructure teams to ensure effective incident handling.
- Utilized incident management tools to track incident progress, communicate updates, and generate reports.
- Served as a key liaison between technical teams and business representatives, providing clear and concise communication during incidents, and facilitating workshops to improve stakeholder understanding of incident management processes.
- Provided timely updates on incident status, impact, and resolution plans.
- Conducted thorough post-incident reviews to identify root causes, optimize process workflows, and coordinated the implementation of corrective actions, ensuring continuous process improvement and adherence to established standards.
- Collaborated with teams to develop and implement preventive measures to mitigate future risks.
- Actively contributed to the development and documentation of incident management processes, ensuring alignment with ITIL best practices and organizational standards.
- Established and enforced governance frameworks by conducting regular reviews of incident handling procedures.
- Managed the complete incident lifecycle, from initial reporting to final resolution, ensuring adherence to ITIL frameworks and leveraging ITSM tools (BMC Remedy/ServiceNow) for efficient tracking and reporting.
- Enhanced incident communication effectiveness by developing and delivering targeted process training sessions, ensuring alignment and collaboration among diverse stakeholders.
- Explored and evaluated opportunities to leverage automation and data analytics within incident management processes to improve efficiency and reduce resolution times, demonstrating a commitment to continuous technological advancement.
- Proactively identified and documented recurring incident patterns, contributing to the development of a knowledge base that enhanced incident resolution efficiency and enabled proactive problem management.
- Ensured all incident management processes are fully compliant with organizational policies, and client-specific requirements.
- Collaborated closely with stakeholders to align incident management procedures with evolving business needs and strategic objectives, ensuring processes remained relevant and effective.
- Implemented a schedule for regular reviews of incident management documentation and workflows, incorporating feedback from stakeholders and adapting processes to address emerging challenges and improve efficiency.
- Conducted periodic audits of incident records and performance metrics to identify areas for process improvement and ensure ongoing compliance with established standards, leading to proactive updates and refinements.
- Managed change requests related to incident management processes, ensuring minimal disruption to service delivery and adherence to change management protocols.
- Participated in change advisory board (CAB) meetings, providing input on the impact of proposed changes on incident management workflows and ensuring effective communication with stakeholders.
- Successfully managed and resolved numerous high-impact incidents.
- Proficiency in ITSM Tools like BMC Remedy / Service Now.
- Strong understanding of ITIL frameworks and incident management best practices.
- Excellent problem-solving and decision-making skills.
- Strong communication and interpersonal skills.
Service Desk & Conferencing Support
e-Zest
01.2020 - 09.2024
- Primary responsibilities revolve around End User Support and Maintenance of Conferencing Infrastructure.
- Handle requests placed via Service Now / Emails and Chats (Convert such requests to Tickets manually).
- Inventory Management – Management of Resources assigned to end users, including, Laptops, Phones, Monitors, Peripherals, Webcams and App licenses.
- Manage end user uses related software / apps & hardware related issues and requests.
- Ensure that Resource life cycle is followed by placing request to replace End of Life equipment.
- Catalogue New equipment in the inventory after tagging the same. Assign New equipment to End users as per the resource life cycle.
- Manage License requests for Apps as per standard approval guidelines set by the client.
- End User account management. Disable Dormant User and Host accounts and removal of unused accounts on periodic bases.
- Mobile Device Management.
- Installation & Management of Network printers.
- Ensure all hosts in circulation are updated with critical and essential updates released by Microsoft.
- Manage all Incidents reported by users and coordinate with vendors for resolutions whenever necessary.
- Maintain Conference Rooms and A/V equipment and support end users with Hybrid & On-Premises meetings and events.
- Assist with preparation of Board Meetings at various locations.
- Created Process documentation and SOPs for the service desk team.
- Submit RFQs to vendors for set up of new equipment.
- Coordinate with procurement for the acquisition of new services and products as per the requirements.
Senior Systems Engineer
LTI
08.2016 - 01.2020
- Respond to Incidents and Service Requests raised by Clients in a timely manner to preserve the service level agreements.
- Complete remedy tasks triggered by change requests raised, for e.g. tasks raised during the procurement of servers for the project.
- Manage Citrix environment containing more than 100 servers (ZDCs, Session Host, NetScaler Servers).
- Install Applications as requested by users on Citrix servers.
- Publish / Modify / Delete Applications on / from Citrix servers.
- Join / Remove Servers to / from Citrix Farms.
- Troubleshoot issues reported by users.
Debit Card Fraud Protection
J.P. Morgan Chase
03.2016 - 07.2016
- Worked as a specialist with the Debit Card Fraud Prevention – Outbound Project.
- Responsibilities include working cases and detecting fraudulent activity on end users’ accounts as per current and past transaction.
- Out-call end users as per the UD time zones to validate transactions on received cases.
- Authenticate users as per the account status.
- As per interactions with end users block or validate cards.
- Apply card maintenance to cards as per card members travel plans.
- Issue new cards to end users, mark and sent fraudulent transactions to the Claims team for review and reversal of charges.
- Report first party frauds to a dedicated team for account restrictions.
- Maintain APH (Accounts Per Hour) as per the business standards.
Service Desk Analyst
E-Zest
01.2016 - 03.2016
- Was on deputation as a Desktop Support Personnel at the International Atomic Energy Agency (IAEA) – Austria (Vienna).
- Following are the daily tasks and responsibilities that I was responsible for -
- Logging tickets for reported issues and queries.
- Resolving incidents reported or by visiting the users’ location.
- Activation and deactivation of network switches.
- Activation / Reset / Deactivation of RSI tokens.
- Set up of MDM suit – Airwatch.
- Set up of corporate OS builds on desktops / laptops.
- Set up of conference rooms and troubleshoot audio / video issues reported.
- Troubleshoot and route printer hardware issues.
- Complete Software installation requests.
Application Support Engineer
LTI
08.2010 - 01.2016
- Responsibilities as an application specialty include resolving user queries / issues routed to the Global eRoom Support team via Remedy tickets and emails.
- Managing internal and external user accounts.
- Creating login ID for external users.
- Creation / Deletion of eRooms as per requests.
- Resolving access control issues within eRooms.
- Monitoring the health of the application on a daily basis.
- Locking production servers for planned outages and sending notifications for the same.
- Ensuring that the data load is shared uniformly amongst the file servers and if a certain server is running short of free space, declaring an after-hour outage. Performing file re-provisioning.
- Ensure eRoom database (SQL 2005 / 2008) is backed up timely.
- Run SQL queries to trace individual objects that are inaccessible from the front end (eRoom) and reintroduce the objects to the environment.
- Worked for developing SSIS packages, testing, resolving validation issues.
- Worked on creating and maintaining required project documents.
- Answering internal billing queries for the product.
- Have successfully on-boarded a new resource (member) to the project.
- Completing corporate compliance activities for the application.
- To make sure that the Business Continuity Plan (BCP) for the application is updated.
- Run timely Disaster Recovery Drills in accordance to the Business Continuity Plan.
- Make sure of the point readiness of the Disaster recovery environment in case of a real disaster.
- Assisted in eRoom migration activity to MS SharePoint (involving usage of Tzunami eRoom Migration tool and Metalogix Content Matrix).
- ERoom Environment Upgrade – Install and Deploy the application in a new environment (OS Upgrade and Application Version Upgrade).
Service Desk Analyst
MPHASIS
06.2007 - 08.2010
- Have been with MPHASIS as a Service Desk Specialist (June 2007 to April, 2010) and a Quality Analyst (April, 2010 to August, 2010).
- In the role of a Service Desk Specialist, supported the GMOL (SW / HR), GMOL PW and the GMAC Point Sec call cues for client - General Motors.
- Primary responsibilities included, answering queries, resolving issues reported by the corporate GM employees via service centre tickets / emails / chats.
- Have also conducted process training sessions for new hires and conducted refresher training sessions for existing employees.
- Have assisted agents on calls in the absence of the SME.
- Investigating N.C.s (Non-Confirmations), Escalations and responding to the same.
- Was promoted as a Quality Analyst in April 2010 via an IJP and was aligned with another service desk project - American Express.
- As a quality analyst was responsible for making sure that the team meets the Service desk quality standards set by the Quality Team itself and the Clients.
- Primary responsibilities included monitoring and evaluating calls. Conducting one on one feedback sessions. Performing data audits for ticket entries and work logs.
- Was responsible for creating monthly team dashboard for the project I was aligned with.
- Was required to perform trend analysis via reports run on weekly and monthly basis.
- To collect Customer Satisfaction Index data and to run a C-Sat report.
- Make sure that the team meets the C-Sat standards set by the clients.
- To make sure agents are aware of FCR parameters.
- In case if an agent is performing below standards, place the agent on QIP (Quality Improvement Plan) and monitor the development over a period of 30days.
- Was required to conduct Quality Reference Legend (QRL) training sessions for new hires.
- Had to conduct at least one calibration session with operations in a month.
- Other responsibilities included generating daily reports for observations made during the daily evaluations, and scheduling retraining sessions with SMEs in case of any process changes.
- Had to create a monthly AOM plan for all primary and diverted tasks.
- Have been awarded employee of the month on two occasions.
Senior Customer Service Associate
3 Global Services
10.2005 - 02.2007
- Besides answering calls, floor walked and coached new recruits on the floor.
- First point of contact for all customer queries and complaints.
- Resolving/ routing billing and technical support queries.
Education
B.Sc. - Industrial Chemistry
D.G. Ruparel College
01.2005
Skills
Critical Infrastructure Support
Certification
ITIL V3 Certified, 2011
Introduction
Results-driven IT Leader with over 20 years of extensive experience in Major Incident Management, Service Delivery, and Operations Management within the Banking and IT sectors. Proven track record of orchestrating cross-functional teams to resolve high-impact, business-critical incidents and driving organizational stability through rigorous RCA and CAPA frameworks. Expert in navigating complex technical landscapes—including Citrix virtualization, SQL environments, and modern ITSM platforms like ServiceNow and BMC Remedy. Committed to service excellence, stakeholder transparency, and the continuous optimization of ITIL-aligned processes to meet evolving strategic objectives.
Photography (Still & Drone), Reading (Fiction), Watch Movies.
Beyond my professional life, I am driven by a deep appreciation for storytelling, whether it’s captured through a lens or found within the pages of a book. My passion for photography allows me to explore the world from unique perspectives; I am particularly drawn to landscapes, where I use my drone to capture sweeping, cinematic moments that aren't visible from the ground. This visual curiosity carries over into my love for cinema—as a self-proclaimed movie buff with a curated collection of over two thousand films, I find endless inspiration in the art of filmmaking. When I’m not behind a screen or a camera, I immerse myself in fiction. I have a particular affinity for intricate mysteries and classic adventures, counting the Robert Langdon series by Dan Brown, the visionary tales of Jules Verne, and the complete Sherlock Holmes canon by Sir Arthur Conan Doyle among my favorite reads.
Timeline
Major Incident Manager
Clover Infotech
10.2025 - Current
Operations Manager
Fidelis
09.2024 - 09.2025
Service Desk & Conferencing Support
e-Zest
01.2020 - 09.2024
Senior Systems Engineer
LTI
08.2016 - 01.2020
Debit Card Fraud Protection
J.P. Morgan Chase
03.2016 - 07.2016
Service Desk Analyst
E-Zest
01.2016 - 03.2016
Application Support Engineer
LTI
08.2010 - 01.2016
Service Desk Analyst
MPHASIS
06.2007 - 08.2010
Senior Customer Service Associate
3 Global Services
10.2005 - 02.2007
B.Sc. - Industrial Chemistry
D.G. Ruparel College